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Help Desk Specialist |
|---|
IT - Help Desk and Tech Support |
in London West End |
| Job Title: Help Desk Specialist II
Division: Location: London, W1 Reporting to: Assistant Vice President (US Based) Roles Reporting to this Position: None Purpose of Role: To provide guidance, assistance, coordination, and following up on client questions, problems, or malfunctions of all systems applications. Specific Duties: You will be interpreting, evaluating, and resolving telephone inquires pertaining to the functional operation of all installed application Hardware and Software products supported by SS IMS WEST. Your main responsibilities will entail: - Analysing simple to moderately complex inquires and determine appropriate technical area or vendor to resolve problems. Consulting with the technology support resources in Newport Beach, CA to identify and resolve user problems and other systems staff when the appropriate course of action is unclear. Utilising help desk network management tools to monitor and diagnose LAN related end user problems. Log and resolve all technical related issues through the Remedy system. Serves as a key resource for certain applications. Performs various special projects. Provides on-call coverage and responds to issues that need immediate attention. Participation in the analysis of user issues that may impact procedures, standards, or systems. Provide training when necessary Specific Qualifications/Skills: ESSENTIAL SKILLS/KNOWLEDGE Software/OS Microsoft Windows *****Professional Microsoft Office/Outlook Pro Microsoft Internet Explorer Citrix Win/Metaframe Symantec Ghost Palm Pilot software Hardware Compaq workstations Toshiba laptops HP/Tektronix printers HP/Ricoh scanners Palm Pilot Network Concepts Network Printers NT File security TCP/IP User Profiles DESIRABLE SKILLS/KNOWLEDGE Unix/Solaris DNS/DHCP WAN/LAN Hubs/Switches Uninterruptible Power Supplies Firewalls/Proxy Servers NT System Policies Level of Education: „h BA/BSc or equivalent Previous Level of Experience: „h 2 - 3 years experience using the above systems Project management experience Training skills is desirable Skills - interpersonal, numerical, problem-solving, analytical, etc „h Excellent Problem Solving skills Excellent Analytical Skills Good Interpersonal skills Disposition - motivation, team skills, ability to work under pressure, etc „h In addition, you must have the composure and presence necessary to work with senior executives on a daily basis. Deadline orientated, with the ability to work under pressure SELECTION PROCESS |
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